Send us a textIn this engaging episode of the Customer Success Playbook, Joydeep Sen Sarma, CEO of Clearfeed, dives into how B2B customer support is evolving towards chat-based platforms like Slack and Microsoft Teams. He talks about how today’s support teams are adapting to meet customers right where they work, offering practical tips on how to implement and scale these new solutions while keeping service quality high.Here's a deeper look at some of the key takeaways:Shifting Support ParadigmsMoving from transactional support to building true partnershipsEmbracing the generational shift towards chat-based communicationTransforming support from just a cost to a real growth driverChallenges and SolutionsIntegrating new tools with existing ticketing systemsKeeping response times consistent across all channelsFinding the right mix of automation and human touchUsing AI to make responses faster and more accurateBusiness ImpactMaking support more accessible and engaging for customersCutting down response times, with some teams now offering 15-minute guaranteesDifferentiating from competitors through a standout support experienceOpening doors for deeper partnership opportunitiesLooking AheadAI-powered support that helps teams respond fasterBlending structured and unstructured data for richer insightsThe evolution of knowledge management and automatic documentationJoydeep brings a fresh perspective on how B2B support is changing and what companies need to do to stay ahead. It’s a conversation packed with insights for anyone looking to modernize their customer support strategy.Please Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

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